AccountId: 011433970860
ContactId: f7c24402-843b-4bcf-9e86-7ac3b556a3e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199100 ms
Total Talk Time (AGENT): 49527 ms
Total Talk Time (CUSTOMER): 80688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/f7c24402-843b-4bcf-9e86-7ac3b556a3e6_20250505T13:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just wanted to um verify eligibility and get a breakdown of a patient's dental benefits please.
[AGENT][NEUTRAL] OK, do you have the, um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, 586-401.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, let's see, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, um, I can send over a fax back that outlines everything or if there's something we need to go over on the phone, we can do that as well.
[CUSTOMER][NEUTRAL] OK, um, I would like a fax, but let me ask you a couple of specific questions if I could, um, I got a fax from last year.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When I was verifying her benefits, um, can you.
[CUSTOMER][NEUTRAL] OK, everything's based on a fee schedule, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So not necessarily percentage.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is there a missing two calls or a waiting period?
[AGENT][NEUTRAL] Uh there is a missing tooth clause. Um, let me see on waiting period.
[AGENT][NEUTRAL] Uh, there's no waiting period.
[CUSTOMER][NEUTRAL] OK, um, is there a group number?
[AGENT][NEUTRAL] Uh, group number is
[CUSTOMER][NEUTRAL] Our plan number?
[AGENT][NEUTRAL] Uh, it's just a, it's a, it's the ID which is select De 2, so it's S E L E C T D E N number 2.
[CUSTOMER][NEUTRAL] That's the group number?
[AGENT][NEUTRAL] Well, there's not a group number because this isn't an employer-based policy, so.
[CUSTOMER][NEUTRAL] OK, select plan DN 2.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, select den 2.
[CUSTOMER][NEUTRAL] I just select them.
[CUSTOMER][NEUTRAL] And then what about um.
[CUSTOMER][NEUTRAL] Oh, OK, I see, I see, um, OK, I think that's it, um, yes, would you please request that, um, oh wait, no, I have one more question.
[CUSTOMER][NEUTRAL] No, never mind, it's based on a fee schedule. OK, yes, can I request that fax back?
[AGENT][NEUTRAL] Yes, what's your facts?
[CUSTOMER][NEUTRAL] 601
[CUSTOMER][NEUTRAL] 956.
[CUSTOMER][NEUTRAL] 9595.
[AGENT][NEUTRAL] OK, give me about 5 minutes and you should receive it.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye.